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Business & Management

Principles of Customer Service Certificate RQF

Learners will take a comprehensive look into customer service and the skills needed to work in this sector.
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Level 3 / NCFE Certificate / PI734

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over 12 months and £ deposit

over 12 months and £ deposit


Course summary


Expert Tutoring

12 months tutor support


24hr Access to

Course, assignments & tutor



Fully accredited course


NUS Card Eligibility

Enjoy student discounts

Course introduction

Whether you are naturally a sociable person and love engaging with new people or you simply get a thrill out of assisting customers and fulfilling their queries; our NCFE Level 3 Certificate in Principles of Customer Service RQF can help you to take this passion to the next level and beyond.

Not only do you walk away from this intuitive online learning course with a certified qualification; our course is designed to equip you with the skills, knowledge, and training to succeed within the customer service sector.

The reality is every business aspires to create a quality customer service team to improve their chances of converting potential clients into fully fledged customers. To achieve this, it is imperative to create an environment where customers feel appreciated and receive a service that feels sincere and genuine.

This is where understanding the principles of customer service helps. By understanding its concepts and practices, as well as business markets, budgeting, financial management and customer retention; this knowledge can be used to strengthen your interactions with customers and give you a competitive edge against other businesses.

Luckily, our NCFE Level 3 Certificate in Principles of Customer Service can offer you all of these insights and more so you can confidently work within this field, take a position in a variety of customer service roles and know exactly what is required to fulfil this position to the highest standard.

More importantly, by offering you a comprehensive look into customer service, our exclusive online learning course can help strengthen your CV and give you an added edge in your applications.

This is further heightened by the fact that every course unit strives to build your understanding whilst giving you the flexibility to explore, develop and find your career niche as you’ll be trained to enter customer service roles at a number of different levels.

Take advantage of becoming a part of the CACHE Alumni once you have enrolled on any of our CACHE courses. CACHE Alumni is a professional membership network for those who work in the healthcare and education industries. It is free to join and it supports practitioners, learners, and educators throughout their learning journey. Some of the benefits from joining CACHE Alumni include access to the latest articles across the healthcare sector for two years and complete access to useful webinars, podcasts, and career support.


Required knowledge

As with most of our NCFE courses, no prior experience or practical knowledge is required in order to enrol. If you are new to the idea of customer service or simply want to broaden your qualifications by adding this new area to your CV, then you can readily apply for this course with no issues.


To achieve this NCFE Level 3 Certificate in Principles of Customer Service you will need to submit and pass 8 written assignments. These essay-style assignments are structured around the syllabus taught on each of the 7 units and are designed to test your understanding, knowledge and absorption of the topics taught within the course materials.

Once reviewed and marked by your personal tutor, you’ll receive invaluable feedback that can be used to bolster your grades and strengthen future assignments

Please note: All certification fees are included within the course price.

Awarding organisation

Upon completion of this qualification you’ll be awarded an NCFE Level 3 Certificate.

NCFE is a national Awarding Organisation that is passionate about designing, developing and certificating diverse, nationally recognised qualifications and awards. They are recognised as an Awarding Organisation by the qualification regulators for England, Wales and Northern Ireland. The regulators are the Office of the Qualifications and Examinations Regulator (Ofqual) in England, the Welsh Government in Wales and the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland.

Course modules

Unit 1: Understand the customer service environment

Unit 2: Principles of Business

Unit 3: Resolving customers' problems and complaints

Unit 4: Understanding customers and customer retention

Unit 5: Understand how to monitor customer service interactions and feedback

Unit 6: Understand equality, diversity and inclusion in the workplace

Unit 7: Understand how to manage incidents and collaborate with other departments in a contact centre.

Learner support

Designed to broaden your understanding of the need for quality, customer-centred approaches in your work, by the end of this course not only will you have a high standard of knowledge and skills in the customer service sector; you’ll also feel confident enough to work closely with clients of all ages/backgrounds and deliver a great customer service experience.

All that is required is 240 hours of self-led study time – that is to be completed within 12 months of enrolment – and upon completion, you will be ready to start boosting the profitability of the companies you work for.

More importantly, you can study at a pace that is right for you. Unlike classroom environments that are dictated by deadlines and stress; our online courses give you the flexibility to manage your studies alongside existing work commitments and study as fast or as slow as you want.

Morning, noon, or night, you can easily log onto your account (once you’ve received your login credentials) 24/7/365 days of year and gain immediate access to your course materials, lessons, resources and assignments.

There is no need to purchase additional textbooks, as we will supply you with everything you need to successfully achieve this certificate - this includes giving you your very own personal tutor!

All our tutors are experts in their field and are readily at your disposal should you encounter any queries or concerns. Simply harness our integrated chat and messaging system and within moments you can contact your tutor; harness their knowledge and advice and use their influential guidance to continuously improve your learning experience.

Our detailed help centre can similarly supply you with in-depth instructions and support, so you do not feel alone at any point in your studies. Instead, you can experience the reassurance that our team and tutors will always be on hand to guide your learning.


What is distance learning?

Distance learning is the most flexible and convenient approach to studying. There is no need for you to attend college and, therefore, you can study anytime, any place, anywhere that fits in with your lifestyle. Distance learning programmes are ideal for people who may have a full-time job, or other commitments, that won’t allow them time off to study.

What do I need to do to get started on a course?

You'll need to be able to commit the required time to your studies. We recommend that you choose a course you think will interest you, and help you to achieve your ambitions. If you would like some advice, or further information, please call our helpline free on 0333 3445 690.

To purchase a course, simply click on the ‘Buy now’ button against your chosen course and follow the on screen instructions. Alternatively if you would prefer to purchase the course over the phone, call 0333 3445 690 and speak to one of our expert course advisors.

How does the distance learning/home study method work?

The course operates through a study pack and access to your own personal tutor. Once you have chosen your course we will send you your study pack, which you will be required to work through before completing the course.

Depending on the course you have chosen, you will either be required to complete assignments and submit these for marking as the course progresses and/or be required to sit an end exam. The end exam could be in the form of multiple choice questions, or be an invigilated exam at a registered test centre.

Your completed assignments will need to be sent to your tutor for marking/assessment, you will then receive written feedback and guidance. It may be possible to submit your assignments by email, however you will need to check this with your tutor. Please be aware that your assignments will be maintained by NCCHL for moderation and audit purposes.

These requirements will always be listed on the course description page, so please refer to this for details of what is required for each individual course.

How long should it take to complete a course?

Depending on the course you have chosen, and the amount of time you can commit, it could take from 6 weeks to 12 months to complete your course.

The duration of the course is largely down to you though. The beauty of home learning is that it allows you complete flexibility to fit your studies around your lifestyle and other commitments. You can dedicate as much, or as little, time as you want to your studies - no one will be chasing you for your work or asking why you haven’t submitted an assignment.

We do strongly recommend, though, that before you purchase a course you assess your ability to commit the necessary time to completing the course in a timeframe that will not leave you losing your motivation.

How quickly will I receive my course material?

We guarantee that you will receive your course materials within 5 days of purchase, but for many courses we would anticipate that you will have to wait no more than 48 hours.

The course materials are always sent to you via a tracked courier service, to ensure that you receive your study pack within our stated period.

How much will it cost?

The cost is largely dependent on the type of the course. The longer the course is the higher the cost will be, due to the size of the study pack and the nature of the qualification.

All prices are clearly stated on the course description page and will always be displayed prior to you committing to purchase a course.

Please note that there may be additional fees required should your course have an external assessment, such as A Levels, ICB qualifications etc. To clarify, please speak to a course advisor.

What support will I receive?

You will be allocated your own personal tutor who can be contacted via e-mail, telephone, fax or post for help and advice on any aspect of the course.

Many courses require that you submit work to your tutor during the period of study and your tutor will assess your work and pass comments back to you. Your tutor is available to you as much as you need them.

Please be aware that officially the tutor support provided with the course is for a period of 12 months, although if you need longer let us know and we’ll endeavour to extend that.

Will I have to sit an examination?

All of our courses are accredited, so you need to show that you have acquired the knowledge to pass the course – this may involve sitting an examination, but it depends on the course you have chosen.

Some courses require you to be continually assessed throughout the course, while others may require an end of course exam or assignment (which may be completed at home) to be submitted to your tutor.

Certain types of qualifications, A-levels and GCSEs for example, do require you to sit an invigilated exams at a registered test centre. You will need to organise and pay for the examinations yourself, however full details of what you need to do will be available from the centre who are delivering the qualification.

If in doubt, please email ‘’, NCC can then discuss or put you in touch directly with the course provider.

Can I study from outside the UK?

Yes, there are no geographical limits to where you can study.

You just need to be aware that all tutors are based in the UK and work may need to be submitted to them via post, although in most cases e-mail can be used.

Where the course requires that you sit an invigilated exam at a test centre, there are many exam centres outside of the UK. However, we would advise that you check with us before purchasing one of these courses if you want to study from abroad.

Will I receive a qualification when I complete the course?

All of our courses are accredited and you will receive a certificate upon successful completion of the course.

For more information about this please see the section of the website that details how awarding bodies work and what the different types of qualifications are.

Can I take more than one course at a time?

Yes, you can take as many courses as your time allows. But we would recommend that you clearly evaluate how much time you can commit to your courses of study.

The good news is though that if your circumstances change you can always take a break and come back to your studies.

Additionally, discounts are available if you buy more than one course at the same time.

How long will it take for my work to be marked by my tutor?

Your work will be marked and feedback returned to you within 12 working days after submission. This is because our tutors are required to provide detailed, considered feedback to our learners that may take a while to formulate. We find that by working this way, our learners actually complete their course in less time, as they rarely need to submit an assignment more than twice.

Whilst it is possible to submit multiple assignments at the same time, we advise that our learners submit only one at a time. We want our learners to develop as they progress through their course, and find this is best achieved when a student embarks on a new module having taken into account tutor feedback from the previous submission.

Do I need any additional books or equipment to do my course?

No, we provide everything you need to pass your course.

How do I enrol?

Once you have chosen your course, you can either purchase the course online which will enrol you, or you can call our helpline on 0333 3445 690 who will sign you up for the course and arrange to have all your learning materials sent to you.

What if I’ve chosen the wrong course?

If, after receiving the course, you decide it isn’t the right course for you, you can simply return the goods within 14 days and we will send your money back in full for the majority of courses (excluding postage and packaging) or you can choose another course that you feel would suit your needs and ambitions better.

What is the difference between the online and paper versions of courses?

Our online courses are completed through our online learning system after receiving login and access instructions. You will not receive any course materials through the post. The paper based version is posted out in a binder to your home or place of work and requires completion of a portfolio of work that is submitted to your tutor for marking.

Where can I find your Equality and Diversity Policy?

All NCC policies and procedures can be provided on request from NCC directly by emailing or calling 0333 3445 690.

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